Operations Support Analyst 748572

Title : Operations Support Analyst (748572)

Location : Mechanicsville VA 23116

Note : This is a hybrid position

Job Description :

Essential Job Functions :

Able to Identify research and resolve technical and procedural issues.

Respond to telephone calls emails tickets and personnel requests for technical support.

Documents tracks and monitors issues / tickets to ensure a timely resolution.

Escalate unresolved issues / ticket to Tier II / III support.

Must read and comprehend technical procedures and Standard Operating Procedures (SOPs).

Communicate accurate and useful status updates.

Manage and report time spent on all work activities.

Must be able to work in a team environment.

Must be customer service focused.

Work independently and proactively with minimal supervision / direction.

Flexible and able to adapt to a rapidly changing environment.

3 years experinece as a Help Desk Support

Must be able to work flexible shift schedules to include nights weekends and some holidays.

MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS

Technical problem resolution judgment and decisionmaking skills.

Strong analytical interpersonal and written / verbal communication skills.

Two years of technical customer service experience or equivalent education.

Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member.

Flexible and able to adapt to a rapidly changing environment.

Ability to communicate well and work independently with minimum supervision.

Willingness to learn new technologies dive into challenges and take direction.

TECHNICAL SKILLS

Strong understanding of computer systems including hardware and software and networks.

Excellent analytical abilities to identify diagnose and resolve customer call and email issues.

Strong problemsolving abilities with skills in analyzing and resolving technical issues.

Correctly log and escalate queries in incident management system.

Monitor open issues keep users informed of status.

PREFERRED QUALIFICATIONS

Degree in a relevant field preferred or equivalent relevant experience in IT support.

ITIL certification preferred

Network A or Security Certification preferred.. Experience with Ticketing Systems (ServiceNow preferred).

If you are : bright motivated skilled a differencemaker able to get things done work with minimum direction enthusiastic a thinker able to juggle and multitask communicate effectively and lead then we would like to hear from you.

We need exceptionally capable people for this role for our client so get back to us and tell us why you think you are a fit.

About Us :

Since 2000 TriForce Consulting Services ( ) has been an MBE / SDB certified IT Consulting firm in the Philadelphia region.

TriForce specializes in IT staffing software development (web and mobile apps) systems integration data analytics system automation cybersecurity and cloud technology solutions for government and commercial clients.

TriForce works with clients to overcome obstacles such as increasing productivity increasing efficiencies through automation and lowering costs.

Our clients benefit from our three distinguishing core values : integrity diligence and technological excellence. TriForce is a sixtime winner among the fastestgrowing companies in Philadelphia and a fourtime winner on the Inc.

5000 list of the nations fastestgrowing companies.

3years experience as help desk Strong understanding of computer systems, including hardware and software and networks. Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.

Strong problem-solving abilities with skills in analyzing and resolving technical issues. Correctly log and escalate queries in incident management system.

Monitor open issues, keep users informed of status.

Education

Degree in a relevant field preferred or equivalent relevant experience in IT support. ITIL certification preferred Network+, A+ or Security+ Certification preferred.

• Experience with Ticketing Systems (ServiceNow preferred).
16 days ago